Katrina Gamble
Columbia,MS
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative(Remote)
SaviLinx
07.2023 - 03.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative(Remote)
Alorica
08.2020 - 06.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Agent(Remote)
Blue Cross and Blue Shield
01.2018 - 02.2020
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Addressed customer account discrepancies and concerns.
- Streamlined communication processes for improved information exchange between customers and team members.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Cashier
Regions Bank
10.2013 - 02.2017
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Met customer service goals and exceeded customer expectations.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Utilized POS system to handle customer cash and credit card transactions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
Education
Associate of General Studies -
Southwest Tennessee Community College
Memphis, TN05-1997
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Microsoft Excel
- Call center operations
- Microsoft outlook
- Call management
- Appointment scheduling
- Paperwork processing
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Account management
- Quality assurance controls
- CRM software
- POS systems expert
- CRM software proficiency
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative(Remote)
SaviLinx
07.2023 - 03.2025
Customer Service Representative(Remote)
Alorica
08.2020 - 06.2023
Customer Service Agent(Remote)
Blue Cross and Blue Shield
01.2018 - 02.2020
Customer Service Cashier
Regions Bank
10.2013 - 02.2017
Associate of General Studies -
Southwest Tennessee Community College
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